Services

nChannel puts a powerful set of automation tools at your fingertips to help you compete and win. We couple these tools with some of the smartest minds in multichannel – all focused on helping you succeed. Since no two seller environments are exactly the same, our implementation process focuses on ensuring we work within your timeline to fit your specific needs.

Our team of experts, residing in Columbus, Ohio, will guide you through a step by step process that will efficiently capture your business requirements, connect your systems, apply the necessary business rules and test each automation.

We strive to complete your automations as quickly as possible. Once requirements are finalized, you can expect to go live in 3-4 weeks.

Step 1: Project Initiation

nChannel’s Delivery team will schedule a kickoff call to begin your project. We will describe the QuickLaunch process, define roles and responsibilities, and prepare the initial project milestones and timeline using our project management tool which will aid in managing tasks and communication. Finally, we will set up your account to begin configuration.

Step 2: Analysis

The Delivery team will conduct a Requirements Workshop with your team to define the specific configuration parameters for each automation that will be deployed on the nChannel platform. From that discussion, we will generate a Requirements Document. With your approval, this document will serve as the implementation guide for the remainder of the implementation.

Step 3: Design

The Delivery team will create a Test Plan that defines testing approach needed to test the nChannel Service prior to go-live so customers can review and confirm test cases for each automation.

Step 3: Configuration

The nChannel Delivery team will configure the nChannel Platform per the Requirements Document. You will be notified of the achievement of key milestones via standardized reporting which will be provided to you at regular intervals throughout the implementation process.

Step 4: Testing

A testing session will be conducted between you and the nChannel Delivery team to jointly execute the Test Plan. Testing will ensure that the configured Platform complies with the Requirements Document.

Step 5: Production Cutover and Go-Live / Transition to Support

On a scheduled date, nChannel Delivery will transition your account from test to production and ensure that the live automation flows perform as they did in the test environment. You will also be provided with information on support procedures, documentation and will be introduced to your Account Manager.

Advanced Services

If you are looking to automate more advanced business flows (i.e. multi-location fulfillment, B2B eCommerce, multiple online stores, etc.) or have unique business requirements, our team of experts can still help. Following the same process described above, nChannel’s Delivery team can document your specific needs, create the appropriate maps and automation flows, and configure the platform accordingly. Just tell us what you need and we will work with you to make it happen.

nChannel provides standard support, troubleshooting and problem resolution. nChannel’s support services utilizes a shared team of experts working from a shared work queue to achieve standard Service Level Objective commitments.

Subscriber Support

Available via phone, email, or chat 8AM – 8PM EST

All support incidents regardless of the time they are logged are managed based on case priority

Languages supported: English

Platform Support

nChannel will respond to system-generated alerts, investigate failures, resolve issues, and perform retries until a resolution is found

nChannel will proactively notify the subscriber of such incidents as necessary to resolve the issue as quickly as possible

In the event a maintenance window is required nChannel will provide ample notice to all subscribers

nChannel platform is available 24x7x365

Subscriber Support Levels

Level 1

Investigate all subscriber-generated incidents

Confirm level and severity and route accordingly

Resolve all level 1 support cases according to severity and time parameters

Escalate support level 2 cases appropriately

Level 2

Investigate all escalated cases

Restart work

Resolve all level 2 support cases according to severity and time parameters

Document and escalate incidents that are considered product defects or enhancements to nChannel Product Development

Billable Services

Subscriber request to modify nChannel configuration due to changes to their environment(s) or application(s) or service(s) that nChannel integrates is considered Billable Support and will be charged to subscriber at the contracted hourly rate

Any subscriber request to delete or change subscriber source data is considered Billable Support and will be charged to subscriber at the contracted hourly rate

Case Priority

Priority 1 – nChannel production down

Response Time: Within 1 hour. (Target 95%)

Resolution Time: Within 8 hours. (Target 95%)

Priority 2 – Data inconsistencies and/or network-related issues

Response Time: Within 4 business hours. (Target 95%)

Resolution Time: Within 16 business hours. (Target 95%)

Priority 3 – Enhancement requests

Response Time: Within 8 business hours. (Target 95%)

Resolution Time: Depending on the scope

Orders do not stop flowing when you go home for the night or the weekend or leave for vacation. To ensure your orders get to their destination 24x7x365, nChannel offers a premium level of service to those merchants who want to ensure real-time data delivery around the clock. nChannel’s Managed Services offering extends beyond the defined Support Services to give subscribers the comfort of knowing that orders will be delivered expediently and that statuses will be provided to buyers in a timely fashion.